Service Team Leader

Rentokil Initial:

Rentokil Initial is a Global services company employing over 70,000 colleagues over 90 countries . Rentokil invented modern pest control, and celebrates its 100th anniversary in 2025 as the world's largest and best known pest controller. With tens of thousands of dedicated pest control experts across 90 countries, the business protects public health and private livelihoods from rodents, cockroaches, moths, bed bugs, termites and more.

To mark this significant milestone, the company is planning a year-long celebration for colleagues, customers as well as charities and the communities in which we operate.

We believe in providing our employees with opportunities for growth and development, and we value their feedback. Equality and fairness are fundamental rights that we uphold for all our colleagues. Our company culture is built on the values of service, relationships, and teamwork, which have been identified by colleagues across the world.

For more information about our company and career opportunities, please visit Rentokil Initial Careers

Our family of businesses includes:

• Rentokil Pest Control: The world's leading commercial pest control company, providing the highest levels of risk mitigation, reassurance and responsiveness to customers. Across the world, businesses and homeowners trust Rentokil to solve their pest problems. We offer a complete range of pest control services from rodents to flying and crawling insects, to other forms of wildlife management. Different countries have their own individual challenges from snakes in South Africa to termites in America.
• Initial Hygiene: The world's leading hygiene services company, offering the widest range of hygiene services, including the provision and maintenance of products such as soap and hand sanitizer dispensers, hand dryers, air care and purification, cubicle and surface sanitizers, feminine hygiene units, Medical waste, and toilet paper dispensers, our solutions are specifically designed to help businesses mitigate risk of liability, reduce illness from germ and virus transmission and increase engagement levels. Our people provide dedicated and expert hygiene services in the washroom and throughout entire premises.

Our Rentokil Initial Head Office in Nairobi, Kenya houses central support functions including Human Resources, IT, Finance, Legal, and Marketing & Innovation. you will be supporting the business in East Africa, based in Mombasa, Kenya.

A Vacancy has become available for the position of Service Team Leader in our Kenya business, located in Mombasa. The primary duty of this role is to guide, organize, and cultivate a driven team of individuals and teams, ensuring that they deliver exceptional service to our customers. Additionally, the role focuses on optimizing branch service performance and ensuring compliance with all internal and external policies and legislative regulations.

Your day-to-day responsibilities will include:

• Agree individual and team service targets with Branch Manager in order to deliver the Branch's/ Company's business goals.
• Manage a team of service colleagues comprising Service Programers, Supervisors, and Technicians to achieve agreed individual and (branch) team targets; includes conducting regular reviews with each direct report to direct performance against targets, including making appropriate interventions – such as developmental initiatives, or taking necessary disciplinary actions, to assure / ensure effective corrective action is taken.
• Ensure that individuals and the team are competent and fully trained to the professional level laid down by the Company for the work that is being allocated to them. Ensure that new recruits are not permitted to work unsupervised until training has been completed and competence has been established.
• The Team Leader is responsible for maintaining accurate and adequate records to demonstrate this. (formal induction defines Company standard/ technical training / competence assessment – documented process)
• Participate in the support or re-training of personnel – (service, sales, QA & admin), as well as training / retraining of customer personnel on technical matters and material (products and service). (in collaboration with the Divisional Technical management team.)
• Conduct regular In-Field Coaching sessions (a minimum of 4 per service colleague per year); and when required, do remedial service field training, with all service colleagues. Maintain accurate records of all coaching and training. Conduct a formal Technician Performance Assessments (TPA) at least once per year, and provide formal feedback to the service colleagues.
• Analyse TPA results in order to identify competency gaps and arrange necessary training to ensure technician competency is improved continually and meets the required minimum standard as defined in the TPA.
• Liaise with Branch Manager and other supervisors to ensure that use of training resources are coordinated and used optimally. Initiate the necessary and appropriate remedial action to correct any shortcomings.
• Ensure all relevant company policies and procedures are understood and adhered to by the service team e.g. OH&S, Human Resources, Security Policy Compliance etc. – keep appropriate and accurate records of training / attendance.
• Complete regular Supervisory Quality Assurance checks on client's premises to ensure that each technician is maintaining appropriate service quality; intervene with appropriate corrective actions when necessary and conduct regular reviews with customer site management to assure maintenance of good client relationships. Formally record and report all QA visits on the system. Confirm Quantity – check KPI
• Ensure that all customers are serviced on time by managing the Service Programmers and service team to achieve & exceed their productivity targets. Analyse and use service reports (e.g. manpower planning & productivity), taking the necessary steps to maintain a world class standard of service at all times.
• Ensure all customer complaints are resolved professionally including following up to ensure resolution and that the customers' satisfaction is achieved. (CCM management). Evidence of competitor activity at the client level should also be recorded and communicated to the Branch Manager & Customer Retention Officer.
• Customer Retention – actively participate in the business unit customer retention strategy, by personally conducting regular customer account reviews. In addition, ensuring that the service department and personnel respond to all service related customer enquiries in a prompt and appropriate manner, at all times.
• Ensure that both individual technicians and the team maintain acceptable productivity levels (in alignment to Branch / Company Standards) including planning/managing/authorising overtime, annual leave and sick leave coverage. Seek to drive year on year improvement in each KPI.
• Ensure effective and timely communication across the team by holding regular team meetings (minimum monthly). Reporting on individual and team performances to the Branch Manager, with quarterly Technician Performance Assessments (TPA).
• The Team Leader must be Health, Safety & Environmentally centric and compliant – able to create and maintain an environment which meets local HS&E standards, regulations and requirements.
• Ensure that only the correct and approved tools for the job are made available, issued, maintained and replaced as necessary for the entire service team, and that each service colleague is properly trained in the correct, proper and safe use of all equipment, and that this competency is regularly checked and verified by the Supervisor. (Including vehicle, Personal Protective Equipment, Personal Protective Clothing, Respiratory Protective Equipment, & general equipment as applicable).
• Ensure that only the correct and approved chemicals, from approved suppliers, are issued and used, in a safe and standard manner, in the rendering of quality service treatments on customer premises – in line with all Standard Operating Procedures and Safe Work Procedures.
• Ensure that all direct reports, and Technicians' qualifications and registrations are relevant and valid at all times. Encourage all technicians to further their studies and improve their qualifications. Manage and administer records accordingly.
• Manage and maintain service data – using all facilities, resources and reports available – to ensure accurate reporting, and system information (inputs and outputs). Take the necessary action to correct data, and plan as required. (iCABS / Progress)
• Be responsible and accountable for Service costs, and manage resources in line with the business units agreed monthly / quarterly / annual forecast and targets.
• Resource and asset management: Including: fleet, manpower, time, overtime, HR / IR matters, leave of absence, stock, preparations, store rooms, fixed assets, consumables, and utilities. Identify, manage and mitigate risks promptly and efficiently in collaboration with the Branch Manager.
• Spend infield time with service staff / customer facing tasks - to maintain a high level of morale and quality

Do you have what it takes? If you want to be considered for this role you will need:

• Relevant Tertiary Education advantageous
• Excellent planning and organisational skills
• 3 years Supervisory / Management experience (preferably within the services sector)
• Customer Care experience advantageous
• Valid driver's license
• Numerical acumen
• Computer literate
• Persuasiveness/good interpersonal skills
• Hunter & Target Driven
• Competitive nature with tenacity and resilience to stress
• Integrity/reliability
• Strong ownership & responsiveness
• High energy levels (action orientated)
• Self confident/assertive/passionate
• Problem solving skills/solution driven
• Strong demonstration of the values of service, relationships and teamwork
• Be self- motivated and display a high energy level
• Excellent planning and organisational skills
• Team player with a collaborative style
• Demonstrates the ability to take the initiative
• Highly developed communication skills (written / verbal / non-verbal)
• Ability to form strong customer relationships at all levels

Are you interested? Here's what you can expect when you join us...

• Opportunity for Growth and Development

Employment Equity

Rentokil Initial believes in supporting all employees to provide equal opportunities

and avoid discrimination. We also place emphasis on workplace diversity which

means that we are serious about creating an inclusive environment that accepts

each individual's differences, embraces their strengths and provides opportunities

for all colleagues to achieve their full

Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today